IT Technician

JOB SUMMARY:

Under the supervision of the Information Technology (IT) Manager, the Information Technology (IT) Technician will configure, install, and troubleshoot workstations and printers; resolve hardware/software problems; and train staff and providers how to use applications. The IT Technician will travel to CHSI locations to handle assigned tasks as needed.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Install new hardware and software programs under the direction of the IT Manager. Maintain inventory tracking system of all hardware assets and software licensing in the company.
• Perform preventive computer equipment maintenance duties: cleaning and organizing in-use and warehoused hardware/software; installing minor hardware accessories.
• Travel to branch locations to set up/move computers, pick up hardware and call vendors from these locations for service.
• Ability to utilize minor trouble-shooting and repairs of printers, scanners, point of service (POS) machines, etc.
• Handling of physical backup and software media as well as verification and testing of backups.
• Field and resolve trouble tickets, e-mails, and calls from end users, escalating them to the appropriate IT member as necessary.
• Provide status to users and IT Manager on the progress of problem resolution.
• Place and track service calls to vendors, and document vendor progress and resolution.
• Review outstanding problem list periodically to assure all problems are being addressed according to their level of severity.
• Identify trends and exceptions by reviewing call tracking information.
• Maintain internal documentation, keeping procedures and information current.
• Perform all other duties as directed either formally or informally, verbally or in writing.

SUPERVISORY RESPONSIBILITIES:

No direct supervisory responsibilities.

KNOWLEDGE, SKILLS AND ABILITIES:

• Working knowledge of Microsoft Office Suite software products (2010 or higher preferred).
• A high standard of professionalism and professional ethics and conduct is expected in speech, manner, attitude and appearance at all times.
• Possess strong interpersonal skills and ability to work well with others.
• Well-developed verbal and written communication skills and the ability to work cooperatively with divergent groups
• Must possess excellent customer service including verbal and written communication.
• Ability to deal effectively with changing situations and stressful environment.
• Ability to perform tasks related to physical activity to complete the responsibilities of the position.

EXPERIENCE AND EDUCATION:

• High school diploma or equivalent required.
• Minimum of 2 years of hands-on IT support experience in a help desk, desktop support, or IT technician role preferred.
• Experience with Windows Desktop and Windows Server environments preferred.
• Must be able to travel locally as necessary to complete the responsibilities of the position.